Customer Service Representative (Onsite- San Antonio, TX)

SWBC; Shavano Park (TX); On-site; USD 35,000 - 48,000; Full time

Job summary

SWBC is seeking a customer service specialist to handle inbound calls related to routine financial questions, transfers, and fraud inquiries. You will work to meet quality standards and provide timely, accurate information while maintaining professionalism with clients and staff.

You should have a High School diploma, 1–2 years of call center experience in related sectors, strong communication skills, and the ability to multitask while using a computer and basic office equipment.

Qualifications

• High School Diploma or equivalent.
• Some college coursework in business, management, communications, marketing or related field.
• 1–2 years of inbound/outbound or call center experience in insurance or banking preferred.
• Strong written and verbal communication skills.
• Professional and courteous in all interactions with SWBC clients and staff.
• Able to multitask and operate a computer and basic office equipment.
• Able to type 40 WPM accurately and use a 10-key calculator by touch.

Responsibilities

• Resolves inbound calls regarding routine financial questions, inquiries and/or problems on the status of accounts, suspicious transactions, making transfers, payments, or fraud.
• Meet or exceed quality expectations to ensure customer satisfaction.
• Adhere to schedule and be available for calls.
• Handle calls effectively and efficiently, multi-task to meet average handle time expectations.
• Handle most complex calls with minimal assistance.
• Refer high-level or complex questions to appropriate resources to ensure customer satisfaction.
• Perform other duties/campaigns assigned by management.

Skills

Call center experience

Strong communication

Multitasking

Typing 40 WPM

Education

High School Diploma or equivalent

Some college coursework in Business/Management/Communications/Marketing

Tools

10-key calculator

Computer basics

Job description

Why you'll love this role:

In this role, you will have the opportunity to interact with callers, provide excellent customer assistance and meet the client expectations by providing requested information and/or a solution to the callers inquiry.

Essential duties include the following:

• Resolves inbound calls regarding routine financial questions, inquiries and/or problems on the status of accounts, suspicious transactions, making transfers, payments, or fraud.
• Responsible for meeting or exceeding quality expectations to ensure customer satisfaction.
• Adheres to schedule, ensuring promptly logged into the system and available for calls.
• Responsible for handling the calls effectively and efficiently, multi-tasking to meet the average handle time expectations of the calls.
• Handles most complex calls with minimal assistance.
• Helps in and/or refers high-level, complex questions, problems or client complaints to appropriate resources to ensure customer satisfaction.
• Performs other duties/campaigns assigned by management.

Serious candidates will possess the minimum qualifications:

• High School Diploma or equivalency.
• Some college course work in Business, Management, Communications, Marketing, related field or equivalent experience preferred.
• Minimum one to two (1-2) years of in-bound, out-bound or other related call center, telemarketing or related experience in insurance or banking environment, preferred.
• Strong written and verbal communication skills.
• Able to remain professional and courteous in all interactions with SWBC clients and staff.
• Able to effectively multi-task.
• Able to operate a computer and basic office equipment.
• Able to type 40 WPM accurately.
• Able to operate a 10-key calculator by touch.

SWBC offers*:

• Competitive overall compensation package
• Work/Life balance
• Employee engagement activities and recognition awards
• Years of Service awards
• Career enhancement and growth opportunities
• Leadership Academy and Mentor Program
• Continuing education and career certifications
• Variety of healthcare coverage options
• Traditional and Roth 401(k) retirement plans
• Lucrative Wellness Program

*Based upon employee eligibility

Additional Information:

SWBC is a Substance-Free Workplace and requires pre-employment drug testing. Please note, SWBC does not hire tobacco users as allowed by law.

To learn more about SWBC, visit our website at www.SWBC.com.

Join Our Team Great People. Great Company. Great Place to Work.

SWBC is a diversified financial services company providing insurance, mortgage, and investment services to financial institutions, businesses, and individuals. Headquartered in San Antonio, Texas, SWBC employs 2,400 people nationwide.

At SWBC, you are not just an employee number, but a vital team member; each employee stands out and has the ability to make a direct impact at SWBC. We’re looking for the brightest and most creative to help introduce new solutions to new problems identified in the market and improve how our existing solutions can better help our users. SWBC is a big proponent of nurturing the entrepreneurial spirit through mentorship, continuing education, internal career growth opportunities and having a platform to make meaningful changes come to life.